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IT Service Desk Analyst, Senior

Date: Feb 28, 2021

Location: Menomonee Falls, WI, US

Company: W.C. Bradley Co.

Job Summary

The Service Desk Analyst Senior is an advanced, very seasoned IT professional with a variety of technical skills, strong aptitude, and self-motivation to learn new things; can solve most problems or issues that arise; uses experience to educate others and advances company goals.  Deliver technical support and customer service to end-users in a fast-paced environment.    Serving as the onsite local IT liaison for Corporate IT, the Service Desk Analyst will provide exceptional customer-centric technical support over a large scope of IT software, hardware, and networking disciplines. Under general management, be responsible for collecting information through a constructive customer conversation and accessing all available support tools. Be able to bring problems beyond the scope of their ability or responsibility to resolution by promptly engaging other service resources from facilities, division, or corporate IT groups. 

Duties and Responsibilities

Delivery

  • Respond to support requests (incidents and help requests) from end users. Take appropriate notes regarding the issue and convey available self-help information.  Facilitate escalation and handoff of unresolved support requests to second or third-level support.  Manage incoming support requests.
  • Resolve end-user technical support requests as they arise. This may involve remotely accessing the user’s computer, going to the user’s location, and making changes to their system, or providing instruction to the user that they can follow to resolve the issue themselves.
  • Escalate user support requests to higher-level team members if unable to resolve the request. Provide supervisors and/or team members with notes regarding the request, diagnosis of the issue, and steps already attempted but not successful.
  • Throughout the user support process, maintain detailed records of user issues with software and hardware. These notes can help diagnose and resolve complex issues, while providing IT departments with data regarding recurring issues and problems impacting multiple users.
  • Create, edit, and maintain IT documents, such as FAQ documents for users that detail common issues and their resolutions, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.
  • Deliver project-focused work. 
  • Perform new user onboarding (account, telephone, and voice-mail set-up; laptop/computer deployment, etc.) across the enterprise.

Customer Service

  • Create a positive customer support experience and build strong relationships through deep understanding of user needs and support requests.  Ensure timely resolution or escalation, communicating progress reports promptly and handling customers with a consummately professional attitude.
  • Ensure the best end-to-end customer experience and provide a single point-of-contact for the customer.
  • Respond to the expressed and unexpressed needs of our customers
  • Follow-up with other resources involved in cases to ensure incidents are resolved, requests are filled, and the customer communication is complete.  Document resolution and update self-help and staff knowledge bases.

Team

  • Create an environment of teamwork and customer service so that the needs of our customers and colleagues are met. 
  • Must be able to work with others toward shared goals.
  • Foster and demonstrate a culture of accountability and continuous improvement. 
  • Identify, recommend, develop, and implement programs to advance self and team knowledge and skills set.
  • Other duties as deemed necessary. 

Qualification Requirements

Minimum Education:  

  • Completion of high school diploma or GED equivalent. Associates degree or higher is preferred.


Minimum Work Experience:  

  • Seven (7) years of progressive Information Technology experience supporting end users with hardware and software solutions. 


License(s) / Certification(s):

  • A+ or Microsoft Certified Systems Administrator (MCSA) certified.

Knowledge, Skills and Abilities

  • Administrative: Facilitates hardware, software purchases as required and within budget / approval processes.
  • Customer Service: Engages with end-users of all levels across the business, and with senior executives for special projects. May develop and present training or other information to small audiences.
  • Desktop Systems: Resolves complex issues impacting a variety of hardware devices, peripherals, and manufacturers, end-user software applications and operating systems.
  • Information Security: Performs advanced user provisioning in complicated systems. May create Groups and custom permissions.
  • Networking: Performs complicated network troubleshooting of user-reported issues with WiFi and physical connections.
  • Analysis: Performs advanced analysis of multiple issues to identify patterns and solutions. Creates reporting, analytics, and metrics.
  • Judgement: Demonstrates critical thinking by using objective analysis and evaluation of an issue in order to form a judgment.  Works within defined scope, makes complex decisions, and escalates to senior peers and management as required.
  • Organization: Able to manage daily work activities and multiple competing and complex priorities of self and peers to achieve personal and team objectives.
  • Problem Solving: Properly prioritizes and resolves multiple complex problems. Performs appropriate research and escalates in a timely manner when solution is not obvious.
  • Project Delivery: Creates projects and associated requirements, outlines, tasks, documents, etc. Executes as required.
  • Self-Motivation: Performs responsibilities within defined guidelines.  Seeks additional responsibilities from Management. Identifies and completes other work needing to be completed.
  • Supervision: Requires minimal supervision and direction.  Receives instructions and oversight from management and senior peers.  Provides direction within defined scope to junior team members.

Physical Requirements

Normal office environment with minimal domestic travel.

For employment within the United States, the W.C. Bradley Co. uses E-Verify to confirm the employment eligibility of all newly hired team members.  To learn more about E-Verify, including your rights and responsibilities, please visit the U.S. Citizen and Immigration Service at www.uscis.gov/e-verify.

The W.C. Bradley Co. is an Affirmative Action / Equal Employment Opportunity employer.

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, or veteran status. We support and obey laws that prohibit discrimination where we do business.

Federal law requires the W.C. Bradley Co. to provide reasonable accommodation to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. If you are interested in applying for employment with the W.C. Bradley Co. and require special assistance or accommodation to complete any part of the application and pre-employment process, please contact our Human Resources Office at 706.571.6080 or visit us at 1017 Front Avenue, Columbus, GA  31902.


Nearest Major Market: Waukesha
Nearest Secondary Market: Milwaukee

Job Segment: Telecom, Telecommunications, Service Desk, Technology, Customer Service, Research